CUSTOMER CARE & POLICIES

Privacy Policy

Clear, transparent policies designed with you and your pet in mind. Backed by our 30-Day In-Home Comfort Guarantee.

SUWORA | suwora.com

What do we do with your information?

When you purchase something from SUWORA, as part of the buying and selling process, we collect the personal information you give us, such as your name, address, and email address.

When you browse suwora.com, we also automatically receive your computer's internet protocol (IP) address, which helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, SUWORA may send you emails about our store, new products, and other updates.

Consent

How do you get my consent? When you provide personal information to complete a transaction, verify your payment method, place an order, arrange a delivery, or return a purchase, we understand this as your consent for SUWORA to collect and use that information for that specific purpose only.

If we ask for your personal information for a secondary reason, such as marketing, we will either ask for your direct, expressed consent, or give you the opportunity to decline.

How do I withdraw my consent? If you change your mind after opting in, you may withdraw your consent for SUWORA to contact you, or for the continued collection, use, or disclosure of your information, at any time, by contacting us at hello@suwora.com.

Disclosure

SUWORA may disclose your personal information if required to do so by law, or if you violate our Terms of Service.

Shopify

Our store is hosted on Shopify Inc. Shopify provides the e-commerce platform that allows SUWORA to sell our products and services to you.

Your data is stored through Shopify's servers, databases, and application infrastructure, behind a secured firewall.

Payment If you choose a direct payment gateway to complete your purchase, Shopify stores your payment data, encrypted in line with the Payment Card Industry Data Security Standard (PCI-DSS). Transaction data is retained only as long as necessary to complete the purchase, after which it is deleted.

All direct payment gateways adhere to PCI-DSS standards, maintained by the PCI Security Standards Council — a joint initiative of Visa, Mastercard, American Express, and Discover.

You can review Shopify's Terms of Service and Privacy Policy for further detail.

Third-Party Services

Third-party providers engaged by SUWORA will only collect, use, and disclose your information to the extent necessary to perform the services they provide to us.

Certain providers, such as payment processors, maintain their own privacy policies regarding the information required for purchase-related transactions. We recommend reviewing those policies to understand how your information is handled.

Some providers may operate in a different jurisdiction than you or SUWORA. If you proceed with a transaction involving a third-party provider located elsewhere, your information may become subject to the laws of that jurisdiction.

Once you leave suwora.com or are redirected to a third-party site or application, you are no longer covered by this Privacy Policy or SUWORA's Terms of Service.

Links

Links on suwora.com may direct you to third-party sites. SUWORA is not responsible for the privacy practices of other websites and encourages you to review their privacy policies directly.

We use Google Analytics and advertising services provided by Google and other third parties to understand how visitors interact with suwora.com and to improve our advertising. With your consent, cookies and similar technologies may be used to personalize advertising, measure performance, and understand visitor behavior.

You may opt out of interest-based advertising through the Digital Advertising Alliance's opt-out page or manage your Google ad preferences here.

Advertising and Ads Personalization

SUWORA and our advertising partners use cookies, device identifiers, and similar technologies to deliver both personalized and non-personalized advertising.

With your consent, your data may be used to show ads based on your interests and browsing activity. We also use these technologies to measure advertising performance and improve our marketing.

You can manage or withdraw your consent at any time through your cookie settings. For details on how Google processes data for advertising, visit Google's Business Data Responsibility page.

Security

SUWORA takes reasonable precautions and follows industry best practices to protect your personal information from loss, misuse, unauthorized access, disclosure, alteration, or destruction.

Credit card information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. While no method of internet transmission is completely secure, SUWORA follows PCI-DSS requirements and other accepted industry standards.

Cookies

SUWORA uses essential, analytics, functionality, and advertising cookies. Advertising cookies may be used to provide personalized and non-personalized advertising, measure performance, and understand how visitors interact with suwora.com.

Age of Consent

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you have given consent for a minor dependent to use the site under your supervision.

Changes to This Privacy Policy

SUWORA reserves the right to modify this Privacy Policy at any time. Updates take effect immediately upon posting. If material changes are made, we will provide notice here so you remain informed about what information we collect, how it's used, and under what circumstances it may be disclosed.

If SUWORA is acquired by or merged with another company, your information may be transferred to the new ownership to ensure continued service.

Your Privacy Rights

If you are located in the United Kingdom or European Economic Area, you have the right to:

  • Access your personal data
  • Correct inaccurate personal data
  • Request deletion of your personal data
  • Restrict or object to processing
  • Withdraw consent at any time
  • Request transfer of your personal data, where applicable
  • Lodge a complaint with the Information Commissioner's Office (ICO)

Questions and Contact Information

To access, correct, amend, or delete any personal information SUWORA holds about you, to register a complaint, or simply to learn more, contact us at hello@suwora.com.

Shipping & Delivery Policy

Last Updated: October 2026 • Fast Tracked Shipping

24–48hr Dispatch Quick order fulfillment Mon–Fri
Free Shipping Over $70 Complimentary standard delivery
Live Tracking Real-time SMS & email tracking
Shock-Proof Pack Reinforced protection for sensors

1. Order Processing Time

All orders placed on our store are dispatched within 24 to 48 hours (Monday through Friday, excluding national holidays). Orders received over the weekend are prepared first thing Monday morning.

2. Domestic Delivery Times & Rates

We partner with tier-one local freight carriers to ensure timely, insured delivery directly to your door:

  • Standard Tracked Shipping (2–5 business days): Free for orders over $70. A flat fee of $8.95 applies to orders under $70.
  • Express Tracked Shipping (1–3 business days): $14.95 for priority delivery to major metropolitan hubs.
  • Regional & Remote Areas: Allow an additional 2–4 business days depending on local postal routes.

3. Live Tracking & Delivery Updates

As soon as your PawSpa™, PawBrush Pro, or accessories leave our facility, you will receive an automatic dispatch notification containing your unique tracking link. You can track your parcel's progress from warehouse scan to your doorstep.

4. Signature & Safe Drop

For your convenience, carriers typically offer Safe Drop if a secure, sheltered location is available. If you prefer signature on delivery, please select or request this option at checkout or contact customer support prior to dispatch.

5. International Orders

We ship internationally with full tracking. International shipping rates and estimated transit times are calculated at checkout. Customs duties or import taxes (if applicable in your jurisdiction) are the responsibility of the recipient.

Refund, Returns & 30-Day Guarantee

30-Day Pet Comfort Guarantee • 1-Year Comprehensive Hardware Warranty

30-Day Comfort Guarantee Risk-free in-home trial period
1-Year Warranty Full material & frame coverage
Transit Damage Covered Instant replacement if damaged
Fast Refunds Processed within 3–5 business days

1. Our 30-Day In-Home Pet Comfort Guarantee

We understand that pets have distinct personalities, and some cats or dogs take a few days to get comfortable with grooming equipment. That’s why we offer our 30-Day Pet Comfort Guarantee.

If you or your pet are not completely satisfied with the PawSpa™ Grooming Stand or PawBrush Pro within 30 days of delivery, you are eligible to return it for a full refund or hassle-free replacement.

2. 1-Year Manufacturer Hardware Warranty

Every product is backed by a 1-Year Limited Warranty covering any manufacturing defects in stainless steel frames, mesh stitching, silicone seals, and structural hardware under normal household pet use.

3. How to Initiate a Return or Warranty Claim

  1. Email our support team at sales@suwora.com.au or message us on WhatsApp with your Order Number.
  2. Include a brief note describing the issue (and a photo/video if applicable).
  3. Our team will respond within 24 hours with return instructions and our return warehouse address.

4. Refund Processing

Once returned items are received and inspected, refunds are credited back to your original payment method (Credit Card, PayPal, Apple Pay, Shop Pay) within 3 to 5 business days.

Terms of Service

Customer Care, Satisfaction & Store Policies

1. Overview & Agreement

This website is operated by Suwora. Throughout the site, the terms "we", "us", and "our" refer to our store. By accessing or purchasing from our store, you engage in our "Service" and agree to be bound by the following terms and conditions.

2. Product Usage & Safety

Our grooming and pet care products (including the PawSpa™ Grooming Hammock Stand and PawBrush Pro) are designed specifically for domestic companion animals (cats and dogs). Customers agree to use products safely in accordance with product instructions and weight capacity limits.

3. Pricing & Accuracy

All prices displayed are in USD and inclusive of taxes where applicable. We reserve the right to modify prices, discontinue products, or correct inadvertent typographical errors without prior notice.

4. Intellectual Property

All content on this website — including brand logos, product photography, product names, text copy, and custom code — is the proprietary property of our brand and protected under copyright, trademark, and design laws.

5. Limitation of Liability & Consumer Guarantees

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by consumer protection laws or any other applicable statutory right that cannot be lawfully excluded.

Privacy Policy

Strict adherence to Global Privacy Principles & GDPR Standards

1. Our Commitment to Your Privacy

Suwora is committed to safeguarding the personal privacy of our website visitors and customers. We collect and handle personal information in strict accordance with industry best practices and international privacy standards including GDPR.

2. What Information We Collect

When you visit or make a purchase through Suwora, we collect necessary transactional information including:

  • Customer Details: Name, billing address, shipping address, email address, and phone number.
  • Order Data: Products purchased, quantities, and delivery notes.
  • Device & Browsing Info: IP address, browser type, referring pages, and cookies to ensure smooth site navigation and cart persistence.

3. Payment Security & Encryption

We never see, store, or process raw credit card numbers on our servers. All payments are encrypted using bank-grade 256-bit SSL encryption through PCI-DSS Level 1 compliant gateways (Shopify Payments, Apple Pay, Google Pay, and PayPal).

4. How We Use Your Information

We use your personal data strictly to:

  • Process, pack, ship, and track your orders.
  • Communicate order status updates, delivery alerts, and customer support resolutions.
  • Screen for potential risk or fraudulent transactions.
  • Send product updates or pet care tips only if you have explicitly opted in (you can unsubscribe at any time with one click).

5. Zero Selling of Personal Data

We never sell, trade, rent, or lease your personal information to third-party data brokers or marketing companies. Information is shared only with trusted operational fulfillment partners and logistics couriers strictly to deliver your orders.

6. Your Rights & Contact

You have the right to request access to the personal data we hold about you, request corrections, or request deletion of your information. For any privacy queries, please email us at sales@suwora.com.au.

Have a question not answered here?

Our dedicated support team is ready to help with orders, setup, or pet transition advice.